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OPERATIONS STUDY
VARIOUS LOCATIONS
CHIPOTLANE PICK-UP WINDOW
OPERATIONS
PREPARED BY GPD GROUP FOR: CHIPOTLE MEXICAN GRILL
NOVEMBER 2022
DRAFT OPERATIONS STUDY
Chipotlane Pick-Up Window
Various Locations
Prepared For:
Prepared By:
GPD Group
520 South Main Street
Suite 2531
Akron, OH 44311
November 2022
Prepared
Under The Responsible
Prepared By: Charge of:
Opwfncfs!22-!3133
Curtis Deibel, P.E., RSP Michael A. Hobbs, P.E., PTOE Date
2
Ohio Registration No. 81305 Ohio Registration No. 68713
Certification No. 105 Certification No. 1346
DraftOperations Study Chipotlane Pick-Up WindowVarious Locations
TABLE OF CONTENTS
I. Executive Summary: .............................................................................. 1
II Purpose: ............................................................................................... 3
III. Project Setting: ...................................................................................... 3
Costa Mesa, CA Chipotle Location ................................................... 3
Foothill Ranch, CA Chipotle Location ............................................... 3
Hanover, MA Chipotle Location ....................................................... 3
Norwich, CT Chipotle Location ........................................................ 4
Pickerington, OH Chipotle Location ................................................. 4
Obetz, OH Chipotle Location .......................................................... 4
Chipotlane Description .................................................................. 4
Data Collection ............................................................................ 5
IV. Data Analysis: ....................................................................................... 6
Analysis Methodology ................................................................... 6
Costa Mesa, CA Chipotle Data Analysis............................................ 7
Foothill Ranch, CA Chipotle Data Analysis ...................................... 11
Hanover, MA Chipotle Data Analysis ............................................. 14
Norwich, CT Chipotle Data Analysis .............................................. 18
Pickerington, OH Chipotle Data Analysis ........................................ 22
Obetz, OH Chipotle Data Analysis ................................................. 25
All Chipotle Data Analysis ............................................................ 29
V. Data Comparison ................................................................................ 29
Pickerington, OH Chipotle Data Comparison ................................... 30
Obetz, OH Chipotle Data Comparison ............................................ 31
VI. Summary of Findings: .......................................................................... 33
LIST OF APPENDICES
Appendix A: Costa Mesa, CA Chipotlane Data Collection Spreadsheets
Appendix B: Foothill Ranch, CA Chipotlane Data Collection Spreadsheets
Appendix C: Hanover, MA Chipotlane Data Collection Spreadsheets
Appendix D: Norwich, CT Chipotlane Data Collection Spreadsheets
Appendix E: Pickerington, OH Chipotlane Data Collection Spreadsheets
Appendix F: Obetz, OH Chipotlane Data Collection Spreadsheets
LIST OF FIGURES
Figure 1: Costa Mesa Chipotle Aerial Photograph
Figure 2: Foothill Ranch Chipotle Aerial Photograph
Figure 3: Hanover Chipotle Aerial Photograph
Figure 4: Norwich Chipotle Aerial Photograph
Figure 5: Pickerington Chipotle Aerial Photograph
Figure 6: Obetz Chipotle Aerial Photograph
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DraftOperations Study Chipotlane Pick-Up WindowVarious Locations
LIST OF TABLES
Table 1: Costa Mesa Volume Summary
Table 2: Costa Mesa Queue Length Summary
Table 3: Costa Mesa Utilization Summary
Table 4: Costa Mesa Service Time Summary
Table 5: Foothill Ranch Volume Summary
Table 6: Foothill Ranch Queue Length Summary
Table 7: Foothill Ranch Utilization Summary
Table 8: Foothill Ranch Service Time Summary
Table 9: Hanover Volume Summary
Table 10: Hanover Queue Length Summary
Table 11: Hanover Utilization Summary
Table 12: Hanover Service Time Summary
Table 13: Norwich Volume Summary
Table 14: Norwich Queue Length Summary
Table 15: Norwich Utilization Summary
Table 16: Norwich Service Time Summary
Table 17: Pickerington Volume Summary
Table 18: Pickerington Queue Length Summary
Table 19: Pickerington Utilization Summary
Table 20: Pickerington Service Time Summary
Table 21: Obetz Volume Summary
Table 22: Obetz Queue Length Summary
Table 23: Obetz Utilization Summary
Table 24: Obetz Service Time Summary
Table 25: Pickerington Volume Comparison Summary
Table 26: Pickerington Queue Length Comparison Summary
Table 27: Pickerington Service Time Comparison Summary
Table 28: Obetz Volume Comparison Summary
Table 29: Obetz Queue Length Comparison Summary
Table 30: Obetz Service Time Comparison Summary
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Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
I. Executive Summary:
This Operations Study is being prepared at the request of Chipotle Mexican
Grill in association with the Chipotlane pick-up window which has been
implemented across the country by Chipotle Mexican Grill. The purpose of
this Operations Study is to analyze the operational characteristics of the
Chipotlane pick-up window to determine the typical volumes, queue lengths
and service times associated with this new configuration. This study will
analyze the operation of six (6) existing Chipotlanes at high-volume locations
with two (2) restaurants in the Los Angeles, California area, two (2)
restaurants in the Boston, Massachusetts area, and two (2) restaurants in
the Columbus, Ohio area.
A mobile pick-up window has been implemented at select Chipotle locations,
referred to as a Chipotlane. These windows were first introduced in 2019
and allow customers to pick up an order without having to park their vehicle
and walk into the restaurant. This pick-up window is only available to those
customers who have placed a prior order via the Chipotle mobile application
Since orders are not placed on a menu board and
payment is made through the mobile application or website in advance,
Chipotle should be able to process vehicles far more efficiently than fast-food
restaurants.
For this study video recording devices were deployed at the six (6) Chipotle
locations to capture the operational characteristics of the Chipotlane pick-up
window. Multiple cameras were installed at each location to provide views
from both the front and rear of the building to ensure that the pick-up window
and full vehicular queue were able to be seen at all times. These cameras
were deployed and captured videos for all hours of operation over four (4)
continuous days. GPD Group personnel then reviewed over 270 hours of
video footage to document the operational characteristics of each Chipotlane
being analyzed. The overall findings from this analysis are summarized on
the following page.
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II Purpose:
This Operations Study is being prepared at the request of Chipotle Mexican
Grill in association with the Chipotlane pick-up window which has been
implemented across the country by Chipotle Mexican Grill. The purpose of
this Operations Study is to analyze the operational characteristics of the
Chipotlane pick-up window to determine the typical volumes, queue lengths
and service times associated with this new configuration. This study will
analyze the operation of six (6) existing Chipotlanes at high-volume locations
with two (2) restaurants in the Los Angeles, California area, two (2)
restaurants in the Boston, Massachusetts area, and two (2) restaurants in
the Columbus, Ohio area.
III. Project Setting:
Costa Mesa, CA Chipotle Location
The first Chipotle Mexican Grill location evaluated for this study is in the City
th
of Costa Mesa, CA at 468 E. 17 Street. This Chipotle has one (1) access
th
point located along E. 17 Street and is located along a commercial corridor
and is surrounded by large residential developments. It is currently open
seven days a week from 10:30 AM 10:00 PM. See Figure 1 for an aerial
photograph of the Costa Mesa Chipotle location.
Foothill Ranch, CA Chipotle Location
The second Chipotle Mexican Grill location is in the City of Lake Forest, CA at
26592 Towne Center Drive, Suite 120. This location has three (3) access
points to an internal drive. This Chipotle location is located in the Towne
Center Plaza the surrounding developments are primarily residential with
some commercial developments to the east. This location is currently open
seven days a week from 10:30 AM 10:00 PM. See Figure 2 for an aerial
photograph of the Foothill Chipotle location.
Hanover, MA Chipotle Location
The third Chipotle Mexican Grill location is in the City of Hanover, MA at 1773
Washington Street. This location has two (2) access points to an internal
drive (serving the Chipotle and adjacent parcel). This Chipotle is located
within Hanover Crossing along a primarily commercial corridor surrounded by
residential developments. This location is currently open seven days a week
from 10:45 AM 10:00 PM. See Figure 3 for an aerial photograph of the
Hanover Chipotle location.
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Norwich, CT Chipotle Location
The fourth Chipotle Mexican Grill location is in the City of Norwich, CT at 30
Salem Turnpike. This location has two (2) access points, one along Salem
Turnpike and another along Surrey Lane. This Chipotle is located along a
primarily commercial corridor surrounded by residential developments. This
location is currently open seven days a week from 10:45 AM 10:00 PM. See
Figure 4 for an aerial photograph of the Hanover Chipotle location.
Pickerington, OH Chipotle Location
The fifth Chipotle Mexican Grill location is in the City of Pickerington at 1291
Hill Road N. (State Route 256) on the northwest quadrant of the Hill Road N. /
Stonecreek Drive intersection. This Chipotle location has four (4) access
points, one (1) to each adjacent parcel to the north and south and two (2) to
an internal shopping center drive to the west. It is currently open seven days
a week from 10:45 AM 10:00 PM. See Figure 5 for an aerial photograph of
the Pickerington Chipotle location.
Obetz, OH Chipotle Location
The sixth Chipotle Mexican Grill location is in the City of Obetz at 5051
Groveport Road on the southwest quadrant of the Alum Creek Drive /
Groveport Road intersection. This location has two (2) access points to an
internal drive (serving the Chipotle and adjacent parcel) that connects to both
Alum Creek Drive and Groveport Road. Alum Creek Drive is a major north-
south corridor connecting I-270 to the north of the Chipotle location to a
major warehousing and distribution hub to the south. This location is
currently open seven days a week from 10:45 AM 10:00 PM. See Figure 6
for an aerial photograph of the Pickerington Chipotle location.
Chipotlane Description
A mobile pick-up window has been implemented at select Chipotle locations,
referred to as a Chipotlane. These windows were first introduced in 2019
and allow customers to pick up an order without having to park their vehicle
and walk into the restaurant. Unlike traditional fast-food restaurants, the
Chipotlane does not function as a typical drive-thru lane as customers cannot
place an order at a menu board or the pick-up window. This pick-up window
is only available to those customers who have placed a prior order via the
designed for pick-up only, the vehicular demand, queues and service times
would be expected to be lower than that of a fast-food restaurant which
derives a high percentage of sales from impulsive pass-by traffic.
Additionally, since orders are not placed at a menu board and payment is
made through the mobile application or website in advance, Chipotle should
be able to process vehicles far more efficiently than fast-food restaurants as
well.
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Data Collection
For this study, Cummins Consulting Services, Tri-State Traffic Data, and
Quality Counts, LLC deployed video recording devices at the six (6) Chipotle
locations to capture the operational characteristics of the Chipotlane pick-up
window. Multiple cameras were installed at each location to provide views
from both the front and rear of the building to ensure that the pick-up window
and full vehicular queue were able to be seen at all times. These cameras
were deployed and captured videos for all hours of operation over four (4)
thth
continuous days from Wednesday, July 13 through Saturday, July 16,
2022, for the sites located within the Los Angeles and Boston areas, and four
rd
(4) continuous days from Wednesday, August 3 through Saturday, August
th
6, 2022, for the sites located within the Columbus area. The following
images provide an example of the camera views that were recorded:
Camera angle facing southwest (view of the window queue of the Costa Mesa Chipotle)
Camera angle facing northeast (view from the front of the Foothill Ranch Chipotle)
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Camera angle facing south (view from the front of the Obetz Chipotle)
IV. Data Analysis:
Analysis Methodology
GPD Group personnel reviewed over 270 hours of video footage to document
the operational characteristics of each Chipotlane being analyzed as part of
this study. The below image is a screenshot from the analysis spreadsheet
created to log the data:
As shown in the above image, data recorded for each vehicle utilizing the
Chipotlane pick-up window includes the time in which the vehicle entered the
queue, the queue position for that vehicle, the time the vehicle arrived at the
pick-up window, and the time the vehicle left the pick-up window. Time
durations were then calculated to determine the total time the vehicle was in
the queue (the time it took from entering the queue until leaving the pick-up
window) and the amount of time they were at the pick-up window itself. It
should be noted that the time entered the queue and time arrived at the
window are the same when the arriving vehicle was the only vehicle in the
queue at that time. See the following appendices for complete data sheets:
Appendix A Costa Mesa, CA Data
Appendix B Foothill Ranch, CA Data
Appendix C Hanover, MA Data
Appendix D Norwich, CT Data
Appendix E Pickerington, OH Data
Appendix F Obetz, OH Data
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Costa Mesa, CA Chipotle Data Analysis
The data collected in the spreadsheets discussed above was then analyzed to
look at the various factors that impact the operation and efficiency of the
pick-up window. The first category that was investigated was vehicular
volume. Table 1 shows the number of vehicles that used the Costa Mesa
Chipotlane, broken down by the day of the week as well as the hour of the
day. A line graph is also provided on the following page provides a graphical
representation of this data.
Table 1: Costa Mesa Volume Summary
Timeframe Wednesday Thursday Friday Saturday Average
10:00 AM - 11:00 AM* 2 0 1 1 1
11:00 AM - 12:00 PM 15 6 10 7 10
12:00 PM - 1:00 PM 24 15 25 10 19
1:00 PM - 2:00 PM 15 15 13 13 14
2:00 PM - 3:00 PM 10 8 8 13 10
3:00 PM - 4:00 PM 4 7 8 7 7
4:00 PM - 5:00 PM 6 7 8 10 8
5:00 PM - 6:00 PM 10 10 15 8 11
6:00 PM - 7:00 PM 18 10 10 4 11
7:00 PM - 8:00 PM 20 12 12 10 14
8:00 PM - 9:00 PM 11 11 7 5 9
9:00 PM - 10:00 PM 1 3 3 3 3
Total 136 104 120 91 113
Average 12 9 10 8 9
Maximum 24 15 25 13 19
* Chipotle operating hours begin at 10:30 AM
It should be noted that a total of 4 vehicles (1 on Wednesday, 2 on Friday
and 1 on Saturday) were observed entering the pick-up window queue but
then leaving the queue without receiving an order at the pick-up window. It
is assumed that these patrons were not aware that orders must be placed in
advance as they were typically seen parking their vehicles and walking into
the restaurant afterward. These vehicles were not included in the analysis.
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COSTA MESA CHIPOTLANE HOURLY VOLUMES
30
25
20
15
10
5
0
*
MMMMMMMMMMM
M
PPPPPPPPPPP
A
0000000000
0
00000000000
0
:::::::::::
0
21234567890
:
11
---------
1
--
1
-
MMMMMMMMM
MPPPPPPPPPM
P
M
A
000000000
A
00000000
00
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 1 and the above graph, the data collected on Wednesday,
th
July 13 reflects the highest daily volume (136) as well as the highest hourly
volume (24). While the Chipotlane was found to be well utilized, these
volumes are only about one-fifth of the daily drive-thru volume of an average
fast-food restaurant (approximately 750) and about one-third of the peak
hourly volume (approximately 75). Over the entire day, the Chipotlane was
found to average between 1 and 19 vehicles per hour but was generally
found to experience higher demand between 11:00 AM and 2:00 PM which
confirmed the expectation that this restaurant would see higher usage during
the lunch hours due to being located on a major commercial corridor
surrounded by residential development.
Also included in the data collection was the number of vehicles in the pick-up
lane queue, including the vehicle at the pick-up window. Table 2 on the
following page shows the maximum queue length experienced at the Costa
Mesa Chipotlane, broken down by the day of the week as well as the hour of
the day. A line graph is also shown on the following page that provides a
graphical representation of the below table.
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Table 2: Costa Mesa Queue Length Summary
Timeframe Wednesday Thursday Friday Saturday Maximum
10:00 AM - 11:00 AM* 1 0 1 1 1
11:00 AM - 12:00 PM 3 2 1 3 3
12:00 PM - 1:00 PM 5 3 6 2 6
1:00 PM - 2:00 PM 3 4 3 3 4
2:00 PM - 3:00 PM 2 2 2 2 2
3:00 PM - 4:00 PM 1 3 1 2 3
4:00 PM - 5:00 PM 1 1 1 2 2
5:00 PM - 6:00 PM 2 1 2 1 2
6:00 PM - 7:00 PM 5 2 3 1 5
7:00 PM - 8:00 PM 1 2 3 2 3
8:00 PM - 9:00 PM 2 2 1 1 2
9:00 PM - 10:00 PM 1 1 1 2 2
Maximum 5 4 6 3 6
* Chipotle operating hours begin at 10:30 AM
COSTA MESA CHIPOTLANE HOURLY QUEUES
7
6
5
4
3
2
1
0
*
MMMMMMMMMM
M
M
PPPPPPPPPPP
A
00000000000
00000000000
0
::::::::::
:
0
1234567890
2
:
1
1---------
1
--
1
-
MMMMMMMMM
MPPPPPPPPPM
P
M
A
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 2 and the graph above, the data indicates that the typical
maximum queue length is three (3) vehicles while there was a single
instance where the queue length reached six (6) vehicles between 12:00 PM
th
and 1:00 PM on Friday, July 16. The maximum queue for each day was
found to occur between 12:00 PM and 2:00 PM which is consistent with the
periods that experience the highest demand at this location.
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note the duration of the maximum queue lengths as well. While the queue
was observed to be longer during the peak periods, it likely only extended
back that far for a limited amount of time within each of those hours. The
duration in which the queue was five (5) vehicles or larger was quantified
and compared to the total amount of time that the pick-up window is in
operation, which is the case of the Costa Mesa location, which is 690 minutes
per day. Table 3 below shows the percentage of total operating time in
which the queue length was four (4) vehicles or less.
Table 3: Costa Mesa Utilization Summary
Queue Length Wednesday Thursday Friday Saturday Average
5 Vehicles or More
0.30% 0.00% 0.68% 0.00% 0.24%
(Percentage)
5 Vehicles or More
02:05 00:00 04:42 00:00 01:41
(Minutes per Day)
As shown in Table 3, the queue was observed to only extend beyond four
(4) vehicles for under two (2) minutes per day over the four (4) days
studied.
The final component which was analyzed as part of this study is the amount
of time it takes a vehicle to proceed through a Chipotlane pick-up lane and
receive their order. Wait times at a pick-up window can be broken down into
two separate components; the amount of time waiting in the queue to get to
the pick-up window (time in queue) and the amount of time spent at the
pick-up window (time at the window). These two durations added together
then represent the total service time. Table 4 below shows the average
service times as defined above, broken down by the day of the week.
Table 4: Costa Mesa Service Time Summary
Average Service
Wednesday Thursday Friday Saturday Average
Times
Time in Queue 00:17 00:16 00:40 00:11 00:21
Time at Window 00:40 00:48 01:06 01:06 00:55
Total Service Time 00:57 01:04 01:46 01:17 01:16
As shown in Table 4, the average service time varied between 57 seconds
and 1 minute and 46 seconds depending on the day of the week, but overall
averaged under two (2) minutes which is extremely fast for a drive-thru.
A typical fast food restaurant drive-thru lane has four points of delay; placing
the order, paying for the order, waiting for the order to be cooked and
receiving the order. Chipotlane derives its efficiency from the fact that it has
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eliminated three (3) actions that contribute to the overall service time
placing the order, making the payment and waiting for food to be cooked.
All of these factors help contribute to the relatively low service times shown
in the above table, all of which are significantly less than the average service
times experienced at a traditional fast-food restaurant, based on the 2022
Intouch Insight Drive-Thru Study. This study sent shoppers through ten (10)
different fast food restaurant brand drive-
2022, with a total of 1,537 drive-thru shops completed nationwide. This
study found that the average time it took a vehicle to wait in the queue,
place the order, pay for and receive the ordered food was 6 minutes and 13
seconds.
Foothill Ranch, CA Chipotle Data Analysis
Table 5 shows the number of vehicles that used the Foothill Ranch
Chipotlane, broken down by the day of the week as well as the hour of the
day. A line graph is also provided on the following page that provides a
graphical representation of this data.
Table 5: Foothill Ranch Volume Summary
Timeframe Wednesday Thursday Friday Saturday Average
10:00 AM - 11:00 AM* 4 1 0 1 2
11:00 AM - 12:00 PM 10 12 15 1 10
12:00 PM - 1:00 PM 32 32 27 13 26
1:00 PM - 2:00 PM 11 19 13 14 14
2:00 PM - 3:00 PM 15 6 14 3 10
3:00 PM - 4:00 PM 5 6 5 11 7
4:00 PM - 5:00 PM 9 8 8 9 9
5:00 PM - 6:00 PM 7 17 12 13 12
6:00 PM - 7:00 PM 13 17 17 9 14
7:00 PM - 8:00 PM 9 9 16 10 11
8:00 PM - 9:00 PM 10 12 17 4 11
9:00 PM - 10:00 PM 3 2 5 3 3
Total 128 141 149 91 127
Average 11 12 13 8 11
Maximum 32 32 27 14 26
* Chipotle operating hours begin at 10:30 AM
Similar to what was observed in Costa Mesa a total of 4 vehicles (1 on
Wednesday and 3 on Friday) were observed entering the pick-up window
queue but then leaving the queue without receiving an order at the pick-up
window. It is assumed that these patrons were not aware that orders must
be placed in advance and these vehicles were not included in the analysis.
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FOOTHILL RANCH CHIPOTLANE HOURLY VOLUMES
35
30
25
20
15
10
5
0
*
MMMMMMMMMMM
MPPPPPPPPPPP
A
00000000000
00000000000
0
:::::::::::
0
21234567890
:
11
---------
1
--
1
-MMMMMMMMM
M
MPPPPPPPPP
P
MA
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 5 and the above graph, the data collected on Friday, July
th
16 reflects the highest daily volume (149), but the highest hourly volume of
(32) occurred on Wednesday and Thursday. Over the entire day, the
Chipotlane was found to average between 2 and 26 vehicles per hour, but
was generally found to experience higher demand between 11:00 AM and
2:00 PM which confirmed the expectation that this restaurant would see
higher usage during the lunch hours due to being located in a busy shopping
area.
Table 6 on the following page shows the maximum queue length
experienced at the Foothill Ranch Chipotlane, broken down by the day of the
week as well as the hour of the day. A line graph is also shown on the
following page that provides a graphical representation of the below table.
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Table 6: Foothill Ranch Queue Length Summary
Timeframe Wednesday Thursday Friday Saturday Maximum
10:00 AM - 11:00 AM* 2 1 0 1 2
11:00 AM - 12:00 PM 2 2 4 1 4
12:00 PM - 1:00 PM 4 6 9 2 9
1:00 PM - 2:00 PM 1 2 7 2 7
2:00 PM - 3:00 PM 1 1 3 1 3
3:00 PM - 4:00 PM 1 1 1 2 2
4:00 PM - 5:00 PM 1 2 2 2 2
5:00 PM - 6:00 PM 2 2 3 2 3
6:00 PM - 7:00 PM 2 2 4 1 4
7:00 PM - 8:00 PM 2 1 4 1 4
8:00 PM - 9:00 PM 1 3 2 1 3
9:00 PM - 10:00 PM 1 1 1 1 1
Maximum 4 6 9 2 9
* Chipotle operating hours begin at 10:30 AM
FOOTHILL RANCH CHIPOTLANE HOURLY QUEUES
10
9
8
7
6
5
4
3
2
1
0
*
MMMMMMMMMM
M
M
PPPPPPPPPPP
A
00000000000
00000000000
0
::::::::::
:
0
1234567890
2
:
1
1---------
1
--
1
-
MMMMMMMMM
MPPPPPPPPPM
P
M
A
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 6 and the graph above, the data indicates that the typical
maximum queue length is two (2) vehicles while there was a single instance
where the queue length reached nine (9) vehicles between 12:00 PM and
th
1:00 PM on Friday, July 16. The maximum queue for each day was found
to occur between 12:00 PM and 1:00 PM which is consistent with the periods
that experience the highest demand at this location.
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The duration in which the queue was five (5) vehicles or larger was
quantified and compared to the total amount of time that the pick-up window
is in operation, which is the case of the Foothill Ranch location, which is 690
minutes per day. Table 7 below shows the percentage of total operating
time in which the queue length was four (4) vehicles or less.
Table 7: Foothill Ranch Utilization Summary
Queue Length Wednesday Thursday Friday Saturday Average
5 Vehicles or More
0.00% 0.56% 5.75% 0.00% 1.58%
(Percentage)
5 Vehicles or More
00:00 03:53 39:42 00:00 10:54
(Minutes per Day)
As shown in Table 7, the queue was observed to only extend beyond four
(4) vehicles for approximately eleven (11) minutes per day over the course
of the four (4) days studied.
Table 8 below shows the average service times as defined above, broken
down by the day of the week.
Table 8: Foothill Ranch Service Time Summary
Average Service
Wednesday Thursday Friday Saturday Average
Times
Time in Queue 00:09 00:25 02:07 00:04 00:41
Time at Window 00:40 00:46 01:29 00:33 00:52
Total Service Time 00:49 01:11 03:36 00:37 01:33
As shown in Table 8, the average service time varied between 49 seconds
and 3 minutes and 36 seconds depending on the day of the week, but overall
averaged under two (2) minutes.
Hanover, MA Chipotle Data Analysis
Table 9 shows the number of vehicles that used the Hanover Chipotlane,
broken down by the day of the week as well as the hour of the day. A line
graph is also provided on the following page that provides a graphical
representation of this data.
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Table 9: Hanover Volume Summary
Timeframe Wednesday Thursday Friday Saturday Average
10:00 AM - 11:00 AM* 1 1 1 2 1
11:00 AM - 12:00 PM 17 16 21 6 15
12:00 PM - 1:00 PM 33 23 29 22 27
1:00 PM - 2:00 PM 26 2 23 24 19
2:00 PM - 3:00 PM 13 3 21 14 13
3:00 PM - 4:00 PM 17 0 15 18 13
4:00 PM - 5:00 PM 15 0 15 19 12
5:00 PM - 6:00 PM 46 1 20 15 21
6:00 PM - 7:00 PM 41 0 33 19 23
7:00 PM - 8:00 PM 26 1 25 16 17
8:00 PM - 9:00 PM 17 1 19 16 13
9:00 PM - 10:00 PM 9 0 7 6 6
Total 261 48 229 177 179
Average 22 4 19 15 15
Maximum 46 23 33 24 27
* Chipotle operating hours begin at 10:45 AM
Similar to what was previously observed at the other Chipotle locations, a
total of three (3) vehicles (one (1) on Thursday, Friday, and Saturday) were
observed entering the pick-up window queue but then leaving the queue
without receiving an order at the pick-up window. It is assumed that these
patrons were not aware that orders must be placed in advance and these
vehicles were not included in the analysis.
Page - 15
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
HANOVER CHIPOTLANE HOURLY VOLUMES
50
45
40
35
30
25
20
15
10
5
0
*
MMMMMMMMMMM
MPPPPPPPPPPP
A
00000000000
00000000000
0
:::::::::::
0
21234567890
:
11
---------
1
--
1
-MMMMMMMMM
M
MPPPPPPPPP
P
MA
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 9 and the above graph, the data collected on Wednesday,
th
July 13 reflects the highest daily volume (261) as well as the highest hourly
volume (46). Over the entire day, the Chipotlane was found to average
between 1 and 27 vehicles per hour, but was generally found to experience
higher demand between 11:00 AM - 2:00 PM and 5:00 PM 9:00 PM which
confirmed the expectation that this restaurant would see higher usage during
the lunch hours due to being located on a busy commercial corridor and in
close proximity to a highway system. Additionally, a restaurant would see
higher usage during the evening hours due to the proximity to residential
land uses.
Table 10 on the following page shows the maximum queue length
experienced at the Hanover Chipotlane, broken down by the day of the week
as well as the hour of the day. A line graph is also shown on the following
page that provides a graphical representation of the below table.
Page - 16
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
Table 10: Hanover Queue Length Summary
Timeframe Wednesday Thursday Friday Saturday Maximum
10:00 AM - 11:00 AM* 1 1 1 1 1
11:00 AM - 12:00 PM 2 4 4 1 4
12:00 PM - 1:00 PM 4 10 3 3 10
1:00 PM - 2:00 PM 5 1 4 2 5
2:00 PM - 3:00 PM 1 1 4 2 4
3:00 PM - 4:00 PM 2 0 2 3 3
4:00 PM - 5:00 PM 2 0 2 3 3
5:00 PM - 6:00 PM 10 1 2 3 10
6:00 PM - 7:00 PM 11 0 5 2 11
7:00 PM - 8:00 PM 12 1 4 2 12
8:00 PM - 9:00 PM 2 1 1 2 2
9:00 PM - 10:00 PM 1 1 1 2 2
Maximum 12 10 5 3 12
* Chipotle operating hours begin at 10:45 AM
HANOVER CHIPOTLANE HOURLY QUEUES
14
12
10
8
6
4
2
0
*
MMMMMMMMMMM
MPPPPPPPPPPP
A
00000000000
00000000000
0
:::::::::::
0
21234567890
:
11
---------
1
--
1
-MMMMMMMMM
M
MPPPPPPPPP
P
MA
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 10 and the graph above, the data indicates that the
typical maximum queue length is three (3) vehicles while there was a single
instance where the queue length reached twelve (12) vehicles between 7:00
th
PM and 8:00 PM on Wed, July 13. The maximum queue for each day was
found to occur between 11:00 AM 2:00 PM and 5:00 PM - 8:00 PM which is
consistent with the periods that experience the highest demand at this
location.
Page - 17
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
The duration in which the queue was five (5) vehicles or larger was
quantified and compared to the total amount of time that the pick-up window
is in operation, which for the Hanover location, is 675 minutes per day.
Table 11 below shows the percentage of total operating time in which the
queue length was four (4) vehicles or less.
Table 11: Hanover Utilization Summary
Queue Length Wednesday Thursday Friday Saturday Average
5 Vehicles or More
14.83% 4.44% 0.01% 0.00% 4.84%
(Percentage)
5 Vehicles or More
100:06 29:58 00:39 00:00 32:40
(Minutes per Day)
As shown in Table 11, the queue was observed to only extend beyond four
(4) vehicles for under thirty-three (33) minutes over the course of the four
(4) days studied.
Table 12 below shows the average service times as defined above, broken
down by the day of the week.
Table 12: Hanover Service Time Summary
Average Service
Wednesday Thursday Friday Saturday Average
Times
Time in Queue 03:08 04:49 00:30 00:15 02:10
Time at Window 00:58 01:30 00:50 00:47 01:01
Total Service Time 04:06 06:19 01:20 01:02 03:11
As shown in Table 12, the average service time varied between 1 minute
and 2 seconds and 6 minutes and 19 seconds depending on the day of the
week, but overall averaged just over three (3) minutes.
Norwich, CT Chipotle Data Analysis
Table 13 shows the number of vehicles that used the Norwich Chipotlane,
broken down by the day of the week as well as the hour of the day. A line
graph is also provided on the following page that provides a graphical
representation of this data.
Page - 18
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
Table 13: Norwich Volume Summary
Timeframe Wednesday Thursday Friday Saturday Average
10:00 AM - 11:00 AM* 0 1 0 0 0
11:00 AM - 12:00 PM 5 6 1 0 3
12:00 PM - 1:00 PM 11 13 1 0 6
1:00 PM - 2:00 PM 4 6 1 0 3
2:00 PM - 3:00 PM 6 3 0 0 2
3:00 PM - 4:00 PM 7 7 2 3 5
4:00 PM - 5:00 PM 5 6 3 4 5
5:00 PM - 6:00 PM 13 8 9 8 10
6:00 PM - 7:00 PM 24 12 11 8 14
7:00 PM - 8:00 PM 14 7 8 9 10
8:00 PM - 9:00 PM 8 6 8 4 7
9:00 PM - 10:00 PM 8 9 5 4 7
Total 105 84 49 40 70
Average 9 7 4 4 6
Maximum 24 13 11 9 14
* Chipotle operating hours begin at 10:45 AM
Similar to what was previously observed at the other Chipotle locations a
total of 1 vehicle (Friday) was observed entering the pick-up window queue
but then leaving the queue without receiving an order at the pick-up window.
It is assumed that these patrons were not aware that orders must be placed
in advance and these vehicles were not included in the analysis.
NORWICH CHIPOTLANE HOURLY VOLUMES
30
25
20
15
10
5
0
*
MMMMMMMMMM
M
M
PPPPPPPPPPP
A
00000000000
00000000000
0
:::::::::::
0
1234567890
2
:
1
1---------
1
--
1
-
MMMMMMMMM
MPPPPPPPPPM
P
MA
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
Page - 19
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
As shown in Table 13 and the above graph, the data collected on
th
Wednesday, July 13 reflects the highest daily volume (105) as well as the
highest hourly volume (24). Over the entire day, the Chipotlane was found to
average between 0 and 14 vehicles per hour, but was generally found to
experience higher demand between 5:00 PM and 10:00 PM which confirmed
the expectation that this restaurant would see higher usage during the
evening hours due to the close proximity of residential land uses.
Table 14 on the following page shows the maximum queue length
experienced at the Norwich Chipotlane, broken down by the day of the week
as well as the hour of the day. A line graph is also shown on the following
page that provides a graphical representation of the below table.
Table 14: Norwich Queue Length Summary
Timeframe Wednesday Thursday Friday Saturday Maximum
10:00 AM - 11:00 AM* 0 1 0 0 1
11:00 AM - 12:00 PM 2 2 1 0 2
12:00 PM - 1:00 PM 2 3 1 0 3
1:00 PM - 2:00 PM 1 2 1 0 2
2:00 PM - 3:00 PM 1 1 0 0 1
3:00 PM - 4:00 PM 2 2 1 3 3
4:00 PM - 5:00 PM 1 1 1 1 1
5:00 PM - 6:00 PM 3 2 2 3 3
6:00 PM - 7:00 PM 9 3 8 2 9
7:00 PM - 8:00 PM 3 1 4 1 4
8:00 PM - 9:00 PM 4 1 3 1 4
9:00 PM - 10:00 PM 4 7 3 1 7
Maximum 9 7 8 3 9
* Chipotle operating hours begin at 10:45 AM
Page - 20
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Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
NORWICH CHIPOTLANE HOURLY QUEUES
10
9
8
7
6
5
4
3
2
1
0
*
MMMMMMMMMMM
MPPPPPPPPPPP
A
00000000000
00000000000
0
:::::::::::
0
21234567890
:
11
---------
1
--
1
-MMMMMMMMM
M
MPPPPPPPPP
P
MA
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 14 and the graph above, the data indicates that the
typical maximum queue length is two (2) vehicles while there was a single
instance where the queue length reached twelve (9) vehicles between 6:00
th
PM and 7:00 PM on Wed, July 13. The maximum queue for each day was
found to occur between 5:00 PM and 10:00 PM which is consistent with the
periods that experience the highest demand at this location.
The duration in which the queue was five (5) vehicles or larger was
quantified and compared to the total amount of time that the pick-up window
is in operation, which is the case of the Norwich location, is 675 minutes per
day. Table 15 below shows the percentage of total operating time in which
the queue length was four (4) vehicles or less.
Table 15: Norwich Utilization Summary
Queue Length Wednesday Thursday Friday Saturday Average
5 Vehicles or More
5.69% 2.99% 2.69% 0.00% 2.84%
(Percentage)
5 Vehicles or More
38:26 20:09 18:11 00:00 19:10
(Minutes per Day)
As shown in Table 15, the queue was observed to only extend beyond four
(4) vehicles for approximately nineteen (19) minutes per day over the course
of the four (4) days studied.
Table 16 below shows the average service times as defined above, broken
down by the day of the week.
Page - 21
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
Table 16: Norwich Service Time Summary
Average Service
Wednesday Thursday Friday Saturday Average
Times
Time in Queue 02:52 01:41 03:31 00:19 02:05
Time at Window 02:18 02:02 02:44 01:06 02:02
Total Service Time 05:10 03:43 06:15 01:25 04:07
As shown in Table 16, the average service time varied between 3 minutes
and 43 seconds and 6 minutes and 15 seconds depending on the day of the
week, but overall averaged around four (4) minutes.
Pickerington, OH Chipotle Data Analysis
Table 17 shows the number of vehicles that used the Pickerington
Chipotlane, broken down by the day of the week as well as the hour of the
day. A line graph is also provided on the following page that provides a
graphical representation of this data.
Table 17: Pickerington Volume Summary
Timeframe Wednesday Thursday Friday Saturday Average
10:00 AM - 11:00 AM* 1 1 2 5 2
11:00 AM - 12:00 PM 14 12 22 12 15
12:00 PM - 1:00 PM 28 12 20 14 19
1:00 PM - 2:00 PM 15 16 20 12 16
2:00 PM - 3:00 PM 9 14 8 14 11
3:00 PM - 4:00 PM 9 4 14 13 10
4:00 PM - 5:00 PM 11 14 15 15 14
5:00 PM - 6:00 PM 32 24 25 15 24
6:00 PM - 7:00 PM 26 32 26 26 28
7:00 PM - 8:00 PM 23 18 26 15 21
8:00 PM - 9:00 PM 12 24 16 21 18
9:00 PM - 10:00 PM 7 9 14 9 10
Total 187 180 208 171 187
Average 16 15 17 14 16
Maximum 32 32 26 26 28
* Chipotle operating hours begin at 10:45 AM
Similar to what was previously observed at the other Chipotle locations a
total of 1 vehicle (Thursday) was observed entering the pick-up window
queue but then leaving the queue without receiving an order at the pick-up
window. It is assumed that these patrons were not aware that orders must
be placed in advance and these vehicles were not included in the analysis.
Page - 22
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
PICKERINGTON CHIPOTLANE HOURLY VOLUMES
35
30
25
20
15
10
5
0
*
MMMMMMMMMMM
MPPPPPPPPPPP
A
00000000000
00000000000
0
:::::::::::
0
21234567890
:
11
---------
1
--
1
-MMMMMMMMM
M
MPPPPPPPPP
P
MA
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 17 and the above graph, the data collected on Friday,
th
August 5 reflects the highest daily volume (208), but the highest hourly
volume of (32) was experienced on both Wednesday and Thursday. Over the
entire day, the Chipotlane was found to average between 2 and 28 vehicles
per hour, but was generally found to experience higher demand between
5:00 PM and 8:00 PM which confirmed the expectation that this restaurant
would see higher usage during the evening hours due to the proximity to
residential development.
Table 18 on the following page shows the maximum queue length
experienced at the Pickerington Chipotlane, broken down by the day of the
week as well as the hour of the day. A line graph is also shown on the
following page that provides a graphical representation of the below table.
Page - 23
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
Table 18: Pickerington Queue Length Summary
Timeframe Wednesday Thursday Friday Saturday Maximum
10:00 AM - 11:00 AM* 1 1 2 2 2
11:00 AM - 12:00 PM 2 4 3 2 4
12:00 PM - 1:00 PM 8 2 5 2 8
1:00 PM - 2:00 PM 2 2 5 3 5
2:00 PM - 3:00 PM 2 2 3 7 7
3:00 PM - 4:00 PM 2 1 2 3 3
4:00 PM - 5:00 PM 2 2 3 4 4
5:00 PM - 6:00 PM 5 5 5 4 5
6:00 PM - 7:00 PM 5 6 4 5 6
7:00 PM - 8:00 PM 5 3 4 2 5
8:00 PM - 9:00 PM 1 6 5 9 9
9:00 PM - 10:00 PM 2 4 4 2 4
Maximum 8 6 5 9 9
* Chipotle operating hours begin at 10:45 AM
PICKERINGTON CHIPOTLANE HOURLY QUEUES
10
9
8
7
6
5
4
3
2
1
0
*
MMMMMMMMMMM
MPPPPPPPPPPP
A
00000000000
00000000000
0
:::::::::::
0
21234567890
:
11
---------
1
--
1
-MMMMMMMMM
M
MPPPPPPPPP
P
MA
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 18 and the graph above, the data indicates that the
typical maximum queue length is two (2) vehicles while there was a single
instance where the queue length reached twelve (9) vehicles between 8:00
th
PM and 9:00 PM on Sat, August 6. The maximum queue for each day was
found to occur between 5:00 PM and 9:00 PM which is consistent with the
periods that experience the highest demand at this location.
Page - 24
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
The duration in which the queue was five (5) vehicles or larger was
quantified and compared to the total amount of time that the pick-up window
is in operation, which is the case of the Foothill Ranch location, which is 690
minutes per day. Table 19 below shows the percentage of total operating
time in which the queue length was four (4) vehicles or less.
Table 19: Pickerington Utilization Summary
Queue Length Wednesday Thursday Friday Saturday Average
5 Vehicles or More
1.80% 2.04% 2.51% 4.82% 2.79%
(Percentage)
5 Vehicles or More
12:09 13:46 16:58 32:31 18:51
(Minutes per Day)
As shown in Table 19, the queue was observed to only extend beyond four
(4) vehicles for approximately nineteen (19) minutes per day over the course
of the four (4) days studied.
Table 20 below shows the average service times as defined above, broken
down by the day of the week.
Table 20: Pickerington Service Time Summary
Average Service
Wednesday Thursday Friday Saturday Average
Times
Time in Queue 01:10 00:53 01:47 01:55 01:26
Time at Window 01:19 01:21 01:47 01:42 01:32
Total Service Time 02:29 02:14 03:34 03:37 02:58
As shown in Table 20, the average service time varied between 2 minutes
and 14 seconds and 3 minutes and 37 seconds depending on the day of the
week, but overall averaged under three (3) minutes.
Obetz, OH Chipotle Data Analysis
Table 21 shows the number of vehicles that used the Obetz Chipotlane,
broken down by the day of the week as well as the hour of the day. A line
graph is also provided on the following page that provides a graphical
representation of this data.
Page - 25
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
Table 21: Obetz Volume Summary
Timeframe Wednesday Thursday Friday Saturday Average
10:00 AM - 11:00 AM* 4 4 1 3 3
11:00 AM - 12:00 PM 43 29 27 10 27
12:00 PM - 1:00 PM 33 28 28 10 25
1:00 PM - 2:00 PM 19 18 27 5 17
2:00 PM - 3:00 PM 8 10 10 4 8
3:00 PM - 4:00 PM 4 7 8 7 7
4:00 PM - 5:00 PM 6 11 4 6 7
5:00 PM - 6:00 PM 8 13 1 11 8
6:00 PM - 7:00 PM 24 19 0 8 13
7:00 PM - 8:00 PM 7 11 5 9 8
8:00 PM - 9:00 PM 18 11 5 6 10
9:00 PM - 10:00 PM 6 8 10 4 7
Total 180 168 126 83 140
Average 15 14 11 7 12
Maximum 43 29 28 11 27
* Chipotle operating hours begin at 10:45 AM
Similar to what was previously observed at the other Chipotle locations a
total of 3 vehicles (1 on Wednesday, 1 on Thursday, and 1 on Friday) were
observed entering the pick-up window queue but then leaving the queue
without receiving an order at the pick-up window. It is assumed that these
patrons were not aware that orders must be placed in advance and these
vehicles were not included in the analysis.
OBETZ CHIPOTLANE HOURLY VOLUMES
50
45
40
35
30
25
20
15
10
5
0
*
MMMMMMMMMMM
MPPPPPPPPPPP
A
00000000000
00000000000
0
:::::::::::
0
21234567890
:
11
---------
1
--
1
-MMMMMMMMM
M
MPPPPPPPPP
P
MA
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
Page - 26
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
As shown in Table 21 and the above graph, the data collected on
rd
Wednesday, August 3 reflects the highest daily volume (180), as well as the
highest hourly volume (43). Over the entire day, the Chipotlane was found to
average between 3 and 27 vehicles per hour, but was generally found to
experience higher demand between 11:00 AM and 2:00 PM which confirmed
the expectation that this restaurant would see higher usage during the lunch
hours due to the proximity to the interstate and nearby distribution hub.
Table 22 on the following page shows the maximum queue length
experienced at the Obetz Chipotlane, broken down by the day of the week as
well as the hour of the day. A line graph is also shown on the following page
that provides a graphical representation of the below table.
Table 22: Obetz Queue Length Summary
Timeframe Wednesday Thursday Friday Saturday Maximum
10:00 AM - 11:00 AM* 2 2 1 2 2
11:00 AM - 12:00 PM 4 6 8 3 8
12:00 PM - 1:00 PM 5 5 12 2 12
1:00 PM - 2:00 PM 2 3 8 1 8
2:00 PM - 3:00 PM 1 2 4 1 4
3:00 PM - 4:00 PM 1 1 2 2 2
4:00 PM - 5:00 PM 1 2 2 2 2
5:00 PM - 6:00 PM 1 2 1 2 2
6:00 PM - 7:00 PM 5 5 0 1 5
7:00 PM - 8:00 PM 2 2 2 2 2
8:00 PM - 9:00 PM 4 4 2 1 4
9:00 PM - 10:00 PM 3 2 3 2 3
Maximum 5 6 12 3 12
* Chipotle operating hours begin at 10:45 AM
Page - 27
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
OBETZ CHIPOTLANE HOURLY QUEUES
14
12
10
8
6
4
2
0
*
MMMMMMMMMMM
MPPPPPPPPPPP
A
00000000000
00000000000
0
:::::::::::
0
21234567890
:
11
---------
1
--
1
-MMMMMMMMM
M
MPPPPPPPPP
P
MA
000000000
A
0000000000
0
:::::::::
0
0
0
212345678:
:
0
19
1
:
1
0
1
WednesdayThursdayFridaySaturday
As shown in Table 22 and the graph above, the data indicates that the
typical maximum queue length is either four (4) or five (5) vehicles while
there was a single instance where the queue length reached twelve (12)
th
vehicles between 12:00 PM and 1:00 PM on Friday, August 5. The
maximum queue for each day was found to occur between 11:00 AM and
1:00 PM which is again consistent with the periods that experience the
highest demand at this location. It should be noted that upon reviewing
th
Friday, August 6 video footage of this location it appeared that this location
was redirecting in-store pick-ups to the Chipotlane between 12:00 PM and
1:00 PM, hence the longer queue during that timeframe.
The duration in which the queue was five (5) vehicles or larger was
quantified and compared to the total amount of time that the pick-up window
is in operation, which is the case of the Foothill Ranch location, which is 675
minutes per day. Table 23 below shows the percentage of total operating
time in which the queue length was four (4) vehicles or less.
Table 23: Obetz Utilization Summary
Queue Length Wednesday Thursday Friday Saturday Average
5 Vehicles or More
0.05% 1.18% 10.75% 100% 1.95%
(Percentage)
5 Vehicles or More
00:20 8:00 72:33 00:00 13:11
(Minutes per Day)
Page - 28
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
As shown in Table 23, the queue was observed to only extend beyond four
(4) vehicles for approximately thirteen (13) minutes per day over the course
of the four (4) days studied.
Table 24 below shows the average service times as defined above, broken
down by the day of the week.
Table 24: Obetz Average Service Time Summary
Average Service
Wednesday Thursday Friday Saturday Average
Times
Time in Queue 00:50 00:59 04:11 00:13 01:33
Time at Window 01:10 01:01 01:51 01:21 01:20
Total Service Time 02:00 02:00 06:02 01:34 02:53
As shown in Table 24, the average service time varied between 1 minute
and 34 seconds and 6 minutes and 2 seconds depending on the day of the
week, but overall averaged under three (3) minutes.
All Chipotle Data Analysis
The total number of Chipotlane trips observed at the six (6) Chipotle sites
(twenty-four (24) total days of operations) was 3,256, which is more than
double the number of data points used in the 2022 Intouch Insight Drive-
Thru Study. An analysis of all 3,256 Chipotlane trips found the average time
in the queue of one minute twenty seconds, the average time at the window
to be one minute and thirteen seconds with a total average service time of
two minutes and thirty-three seconds. This total service time is nearly 60%
less than the average service time provided in the 2022 Intouch Insight
Drive-Thru Study of six minutes and thirteen seconds.
Furthermore, it should be noted that 74% of the observed Chipotlane
customers were in the queue waiting to get to the pick-up window for less
than one minute, 64% were at the pick-up window for less than one minute
and 65% of users had a total service time of less than two minutes.
V. Data Comparison
GPD group performed the initial Chipotlane Operations Study in 2019 that
included the same restaurants in Pickerington and Obetz that were included
in this study. The results of the 2019 study are being compared to the
results of the 2022 data to determine whether any operational characteristics
have changed since 2019, considering a global pandemic occurred between
the two sets of data. This comparison will include frequency of usage,
average and maximum vehicle queue, and average and maximum service
time between the different years.
Page - 29
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
It should be noted that the hours of operation at both locations have changed
since the 2019 study was performed. In 2019, the Pickerington location
operated seven days a week from 10:45 AM 11:00 PM, while the Obetz
location operated seven days a week from 10:45 AM 12:00 AM while both
stores currently operate from 10:45 AM 10:00 PM. For the purpose of this
comparison, only the data collected in 2019 between 10:45 AM 10:00 PM
was considered.
Pickerington, OH Chipotle Data Comparison
Table 25 below shows the 2019 and 2022 total number of vehicles that used
the Pickerington Chipotlane, broken down by the day of the week.
Table 25: Pickerington Volume Comparison Summary
2022 Data
Timeframe Wednesday Thursday Friday Saturday Average
Total 187 180 208 171 187
Average 16 15 17 14 16
Maximum 32 32 26 26 28
2019 Data
Timeframe Wednesday Thursday Friday Saturday Average
Total 184 217 192 164 189
Average 16 19 17 15 17
Maximum 32 37 34 25 32
As shown in Table 25, the data comparison shows that a similar number of
vehicles are utilizing the Pickerington location between 2019 and 2022.
Table 26 on the following page, shows the average maximum queue length
experienced at the Pickerington Chipotlane, broken down by the day.
Table 26: Pickerington Queue Length Comparison Summary
2022 Data
Timeframe Wednesday Thursday Friday Saturday Maximum
Maximum 8 6 5 9 9
2019 Data
Timeframe Wednesday Thursday Friday Saturday Maximum
Maximum 6 7 6 6 7
Page - 30
November 2022
Draft Operations Study Chipotlane Pick-Up WindowVarious Locations
As shown in Table 26, the maximum queue length experienced at the
Pickerington location increased between 2019 and 2022. However, the
maximum queue length is still significantly below what a typical fast-food
restaurant would experience during peak service times.
Table 27 below shows the average total service times, broken down by the
day of the week.
Table 27: Pickerington Service Time Comparison Summary
2022 Data
Timeframe Wednesday Thursday Friday Saturday Average
Total Service Time 02:29 02:14 03:35 03:39 02:58
2019 Data
Timeframe Wednesday Thursday Friday Saturday Average
Total Service Time 1:50 1:54 1:34 2:24 1:55
As shown in Table 27, the average total service time over the four days of
data collection shows an increase in total service time. However, the 2
minute and 58 second average service time is still significantly quicker than
what is experienced at a typical fast-food restaurant during peak service
times.
Obetz, OH Chipotle Data Comparison
Table 28 below shows the 2019 and 2022 total number of vehicles that used
the Obetz Chipotlane, broken down by the day of the week.
Table 28: Obetz Volume Comparison Summary
2022 Data
Timeframe Wednesday Thursday Friday Saturday Average
Total 180 168 126 83 140
Average 15 14 11 7 12
Maximum 43 29 28 11 27
2019 Data
Timeframe Wednesday Thursday Friday Saturday Average
Total 153 159 159 88 140
Average 14 14 14 8 13
Maximum 28 28 28 13 28
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As shown in Table 28, the data comparison shows that a similar number of
vehicles are utilizing the Obetz location between 2019 and 2022.
Table 29 below, shows the average maximum queue length experienced at
the Obetz Chipotlane, broken down by the day.
Table 29: Obetz Queue Length Comparison Summary
2022 Data
Timeframe Wednesday Thursday Friday Saturday Maximum
Maximum 5 6 12 3 12
2019 Data
Timeframe Wednesday Thursday Friday Saturday Maximum
Maximum 3 5 5 4 5
As shown in Table 29, the maximum queue length experienced at the Obetz
location has increased between 2019 and 2022. However, the maximum
queue length is still significantly below what a typical fast-food restaurant
would experience during peak service times.
Table 30 below shows the average total service times at the Obetz location,
broken down by the day of the week.
Table 30: Obetz Service Time Comparison Summary
2022 Data
Timeframe Wednesday Thursday Friday Saturday Average
Total Service Time 02:00 02:00 06:02 01:34 02:53
2019 Data
Timeframe Wednesday Thursday Friday Saturday Average
Total Service Time 1:01 1:30 1:35 1:18 1:21
As shown in Table 30, the average total service time over the four days of
data collection shows an increase in total service time. However, the 2
minute and 53 second average service time is still significantly quicker than
what is experienced at a typical fast-food restaurant during peak service
times.
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VI. Summary of Findings:
This Operations Study is being prepared at the request of Chipotle Mexican
Grill in association with the Chipotlane pick-up window which has been
implemented across the country by Chipotle Mexican Grill. The purpose of
this Operations Study is to analyze the operational characteristics of the
Chipotlane pick-up window to determine the typical volumes, queue lengths
and service times associated with this new configuration. This study will
analyze the operation of six (6) existing Chipotlanes at high-volume locations
with two (2) restaurants in the Los Angeles, California area, two (2)
restaurants in the Boston, Massachusetts area, and two (2) restaurants in
the Columbus, Ohio area.
In Summary,
1. The Chipotlane at the Costa Mesa, CA location was found to
experience a peak daily volume of 136 vehicles as well as a peak
hourly volume of 24 vehicles with an hourly average volume
between 1 and 19 vehicles. Additionally, the average service time
over the four (4) days of operations was found to be under two (2)
minutes.
2. The Chipotlane at the Foothill Ranch, CA location was found to
experience a peak daily volume of 149 vehicles as well as a peak
hourly volume of 32 vehicles with an hourly average volume
between 2 and 26 vehicles. Additionally, the average service time
over the four (4) days of operations was found to be under two (2)
minutes.
3. The Chipotlane at the Hanover, MA location was found to
experience a peak daily volume of 261 vehicles as well as a peak
hourly volume of 46 vehicles with an hourly average volume
between 1 and 27 vehicles. Additionally, the average service time
over the four (4) days of operations was found to be just over three
(3) minutes.
4. The Chipotlane at the Norwich, CT location was found to experience
a peak daily volume of 105 vehicles as well as a peak hourly
volume of 24 vehicles with an hourly average volume between 0
and 14 vehicles. Additionally, the average service time over the
four (4) days of operations was found to be around four (4)
minutes.
5. The Chipotlane at the Pickerington, OH location was found to
experience a peak daily volume of 208 vehicles as well as a peak
hourly volume of 32 vehicles with an hourly average volume
between 2 and 28 vehicles. Additionally, the average service time
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over the four (4) days of operations was found to be under three
(3) minutes.
6. The Chipotlane at the Obetz, OH location was found to experience a
peak daily volume of 180 vehicles as well as a peak hourly volume
of 43 vehicles with an hourly average volume between 3 and 27
vehicles. Additionally, the average service time over the four (4)
days of operations was found to be under three (3) minutes.
7. The total number of Chipotlane trips observed at the six (6)
Chipotle sites (twenty-four (24) total days of operations) was
3,256, which is over double the number of data points used in the
2022 Intouch Insight Drive-Thru Study. An analysis of all 3,256
Chipotlane trips found the average time in the queue of one minute
twenty seconds, the average time at the window to be one minute
and thirteen seconds with a total average service time of two
minutes and thirty-three seconds. This total service time is nearly
60% less than the average service time provided in the 2022
Intouch Insight Drive-Thru Study of 6 minutes and thirteen seconds
for a typical fast-food restaurant.
8. GPD group performed a Chipotlane operations study in 2019 that
included the same two (2) locations in the State of Ohio. The
results of the 2019 study were compared to the results of this
study to compare the operational characteristics between the 2019
data and the 2022 data.
9. When comparing the 2019 volumes and 2022 volumes at both
Pickerington and Obetz locations it was observed that the number
of customers that use the Chipotlane at each location remained
consistent between the two data sets. Additionally, the 2022 data
does show an increase in the maximum queue length and average
service time at both locations when compared to the 2019 data set.
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FIGURES
APPENDIX A
COSTA MESA, CA CHIPOTLANE DATA
APPENDIX B
FOOTHILL RANCH, CA CHIPOTLANE DATA
APPENDIX C
HANOVER, MA CHIPOTLANE DATA
APPENDIX D
NORWICH, CT CHIPOTLANE DATA
APPENDIX
PICKERINGTON, OH CHIPOTLANE DATA
APPENDIX
OBETZ, OH CHIPOTLANE DATA